I can tell you what happens in my store, as far as things go, the general store manager, leaves security issues, like theft, argument to security If someone walks out with food with out paying, and has been seen by another member of staff, ie not watching them on cctv; security will check cctv, and if it is shown that the customer has not paid for the food, it will be recorded in the theft book, and cctv kept for around 6 months, no report will be sent to police, if you come into the shop, you wont be approached by any security, however if the customer was to do this a few more times, then this would be passed on to the police

that looks partly like what their con agreement used to be. unsurprised that they have acted on that. and see this http://www.consumeractiongroup.co.uk/forum/showthread.php?419198-You-have-received-a-Claim-What-you-need-to-do.-**UPDATED-2016**